How to contact resolution center to respond to dispute during covid 19

[Rhonda70]

Hello everyone... I am trying to contact the resolution center. The buyer and I are in agreement. We need to let them know so the case can be resolved and closed. Unfortunately with COVID 19 I cannot seem to get through. Appreciate any thoughts of how to contact them, phone number, email address...whatever might help contact them... thank you so much... 

[Ragnar_Lothbrok]

Good day @Rhonda70 

To contact Customer Service, please click "Help & Contact" OR "Contact" button near bottom of the PayPal pages. You can either send them an email or chat with a live rep depends on the options available for your country. There might be a slim chance to get a timely response as we are still in skeleton crew but your patience is much appreciated.

Also, your buyer can close the dispute/claim on their ends.

1. Go to Resolution Center.
2. Select Open cases in the drop down menu and find the claim you wish to close.
3. Click the Case ID link (e.g. PP-111-222-333) under the Case column.
   • If the case is in the Dispute phase click Close Dispute
   • If your case is in the Claim phase click Cancel this claim.

***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe!

[Rhonda70]

Thank you so much... I had clicked around and found that I could refund, something to that effect and messaged him... he has paypal app and did not know how to do that... he is not much of a techy... is there a way to close it on paypals end?  I have emailed service and chargeback emails so am guessing paypal knows what is going on with our case... understand he has talked with his bank also and is fixed on his end with the bank... appreciate you messaging again... am glad to hear from you...smile... Rhonda

[Rhonda70]

My buyer messaged me that it is fixed with his bank and that I should have my money... do not think he knows how to close the case on his paypal app... am guessing paypal will review case, even during covid 19 and then close the case?  would like to have some info about the process... thank you... and thank you for being available to answer questions... be safe...blessings... Rhonda

[Rhonda70]

I had posted the other day… so a little  background… my buyer did not recognize the transaction on his card and a charge back was filed through his bank. I provided the proper proof of delivery. He wanted to pay for the item, but we did not know how to make that happen. We could not get in touch with anyone due to COVID 19.

The gentleman in the community with paypal indicated it could be resolved through the resolution center. He only seemed to the paypal app on his phone and does not have a computer. He could not find anything in the app about resolution center. In googling I read that the resolution center was not available in the paypal app. I had also read online it needs to be resolved through the  bank.

I talked with a someone I know who works for mastercard. She said if the money was in my paypal account (which it is as I provided proof of delivery that satisfied paypal) that his bank needs to submit a charge back reversal, which will cancel out the charge back initiated by the bank, and that then the money would be put back into paypal. Her thought was that since the money was in my paypal account that if I sent a bill (which ebay would not allow second bill) or sent an invoice through paypal that would be fraud as I would be receiving the money twice.

I wanted to pass this on for others who might be having a similar issue right now.

[Ragnar_Lothbrok]

Good day @Rhonda70 

I am sorry for my shortcoming.

Please be advised that if a case was filed through the bank then there will be a 75-day time frame before it gets fully closed and resolved regardless of what your buyer and his bank said that case has been closed on their ends. I know that 75 days is long, and I’m sorry about that but this process is federally regulated wherein a credit card company (bank) has the ability to re-dispute the same transaction within the time frame. Your money should be available in your PayPal account as soon as 75 days from the date this case was filed by your buyer has passed.

For more information, please see What is a chargeback, and why did I get one? 

If your buyer is willing to send you another payment, then yes he can. You just have to provide him your email address (should be confirmed) to send you money for "Goods and Services" so both of your are still protected. For reference, please see How do I send money? 

Other option available is to send him money request or send him an invoice. Please see links below.

How do I create and send an invoice? 

How do I request payments or send an invoice? 

This can't be considered as fraud as this will be an agreement between you and your buyer. Technically yes, you might be receiving double payments. One from the money that is still on hold due to open case and one from the money that your buyer is willing to pay. No worries, as you can still issue a refund to either of the payments. Please see How do I issue a full or partial refund? 

Please note that links provided above are all US base. You and your buyer might have a different process (if outside United States). To check available articles for  your country, kindly click "Help" or "Help and Contact" near bottom and search for the title of the articles, (eg: How do create and send an invoice).

You may also want to consider contacting Customer Service by clicking "Contact" or "Help and Contact" (whichever is available to your country) to see options available to get ahold of a Representative to look into your account and advise you.

***If you saw a post that is helpful, kindly give the author Kudos and/or accept it as a solution. Thank you and keep safe!

[Rhonda70]

So if the total amount of the transaction including shipping, insurance and taxes billed  by e-Bay was $720.11... and the portion I received that was in my paypal account was $656.57... and he owes the total amount... I should bill him for the total amount... in form of an invoice??  Please let me know... thank you...

[Rhonda70]

So I would send invoice for the whole amount and then can refund the whole amount in my paypal account and all should be good? I have his email address that was in the charge back email I received from paypal... so should use that email address... and write on the invoice exactly what it is for?? and should be good... and everyone gets what they need?  It does not cancel the transaction in ebay??  and does not violate ebay rules? thank you... sorry to ask so many questions...